Senior Contact Center Leader - Vendor Oversight

The Consumer, Business and Wealth Servicing (CBWS) contact center is a consolidated, enterprise-wide client servicing organization delivering multi-channel support across consumer, small business, partner card, and wealth segments.

CBWS is undergoing a significant transformation to deliver a differentiated, relationship-focused client experience. This includes transitioning from product-aligned servicing to a specialized model structured around five high-impact focus areas, enabling deeper expertise, improved client outcomes, and scalable service delivery.

To enable this transformation, CBWS is establishing an enterprise leadership structure with senior leaders accountable for driving strategic execution, operational excellence, and sustained performance across complex, multi-channel environments.

The Operations Manager - Vendor Oversight is an enterprise leader responsible for defining and executing the strategy for vendor-supported servicing within CBWS. This role operates with broad organizational impact, leading large-scale sourcing, migration, and vendor optimization efforts that influence multiple business lines and materially affect service delivery, cost structure, and client experience.

The role provides strategic direction across vendor ecosystems, ensuring alignment to enterprise standards for quality, risk management, and operational performance. The incumbent is accountable for end-to-end vendor strategy, including sourcing, implementation, governance, and ongoing optimization.

This leader operates with a high degree of autonomy, making decisions subject only to senior executive review, and serves as a key contributor to enterprise transformation initiatives.

- Define and lead the enterprise vendor strategy for CBWS, identifying opportunities for strategic sourcing aligned to long-term business and servicing objectives - Direct large-scale outsourcing and migration initiatives across multiple vendors, ensuring minimal disruption to service levels and client outcomes - Lead transformation efforts to optimize vendor-supported servicing models (e.g., multi-channel, digital, specialized services)

- Own performance outcomes across vendor-supported operations, including service, cost, quality, and risk - Establish and enforce enterprise-level governance frameworks, controls, and performance standards across vendor partners - Lead resolution of complex, high-impact service issues, ensuring timely remediation and root cause elimination

- Partner with senior leaders across CBWS and enterprise functions (Risk, Compliance, Technology, Product) to align vendor strategy with broader business priorities - Influence operational direction across multiple business lines, shaping policies, procedures, and service delivery models - Represent vendor oversight in enterprise forums, committees, and transformation programs

- Lead financial planning and oversight for vendor operations, including budget design, forecasting, and cost optimization strategies - Drive efficiency, scalability, and return on investment across outsourced activities - Monitor and report on business performance, escalating risks and opportunities through executive-level communication

- Lead and develop a multi-layered organization, including managers and senior professionals, fostering a high-performance, accountable culture - Build organizational capability to support evolving vendor strategies and complex servicing environments - Establish clear performance expectations, provide ongoing coaching, and drive succession and leadership development

- Leads a large division or multiple major segments of operations with regional or enterprise-wide impact - Owns and directs long-range strategic initiatives impacting multiple lines of business - Shapes operational strategy and vendor ecosystems beyond immediate function - Decisions have significant impact on revenue, expense, service continuity, and client confidence - Provides strategic input to enterprise-level transformation and production changes

- Bachelor's degree, or equivalent work experience - Typically eight or more years of relevant experience

- Extensive experience in operations, vendor management, or contact center leadership within complex, multi-channel environments - Demonstrated success leading large-scale transformation, outsourcing, or vendor optimization initiatives - Deep knowledge of banking operations, regulatory requirements, and risk management practices - Proven ability to influence senior stakeholders and drive cross-functional alignment - Strong financial, analytical, and strategic planning capabilities - Experience leading large, multi-layered teams with enterprise impact

- 8+ years of relevant leadership experience in large-scale operations or vendor management environments - Experience in contact center transformation, CRM/platform integration, or digital servicing models - Advanced experience in enterprise change leadership and strategic execution

- Thinks and operates at enterprise scale , beyond a single function or line of business - Shapes strategy and drives transformation , not just execution - Demonstrates strong executive presence, influence, and decision-making authority - Balances client experience, operational excellence, and financial discipline

Location expectations This role requires working from a U.S. Bank location three (3) or more days per week.

The salary range reflects figures based on the primary location, which is listed first. The actual range for the role may differ based on the location of the role. In addition to salary, U.S.

Bank offers a comprehensive benefits package, including incentive and recognition programs, equity stock purchase 401(k) contribution and pension (all benefits are subject to eligibility requirements). Pay Range: $133,365.00 - $156,900.00